Genesys WFM/Dialer Manager

Responsibilities

• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, and system configurations
• Own dialer configuration, multi-channel campaign management, pacing, and compliance settings
• Lead workforce management (WFM) configuration including forecasting, scheduling, and intraday management
• Optimize contact center performance in a blended environment to achieve inbound and outbound KPIs
• Translate contact center data into actionable insights and strategic recommendations
• Ensure adherence to regulatory and compliance guidelines related to outbound calling
• Collaborate with Operations, Product, and IT teams on platform enhancements and AI-enabled initiatives

Requirements

• 3-5 years of experience administering the Genesys Cloud CX platform
• Experience configuring and maintaining Genesys WFM and Outbound Dialing modules
• Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking
• Proven track record of transitioning AI-driven solutions to high-volume production environments
• Working knowledge of compliance protocols such as TCPA, FDCPA, and STIR/SHAKEN
• Proficiency in Google Sheets or MS Excel for data analysis

Preferred Qualifications

• Experience in the auto lending industry or financial services
• Genesys Cloud CX Professional (GCP) or Specialist certifications

About the Company

Lendbuzz develops innovative technologies that provide underserved and overlooked borrowers with better access to credit through personalized and fair financial opportunities.